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"Scottish Ambulance service and NHS"

About: Golden Jubilee National Hospital / Cardiac Surgery NHS 24 / NHS 24 (111 service) Scottish Ambulance Service / Emergency Ambulance

(as the patient),

So, here is my own wee story: Just before Christmas I felt unwell at home and couldn't sleep. I got out of bed and went to the bathroom and collapsed unconscious on the floor. When I came to, I took a drink of water and went back to my bed but still didn't feel right, so my partner called the NHS 24 advice line and the operator got a nurse to call me back and speak directly to me. The nurse decided I had likely had a heart attack and so contacted ambulance control centre. A short time later a paramedic was at the door (yes one of those single crew units) and he immediately set about diagnosing and stabilising my condition, this by a serious of tests and the administering of appropriate medication (all the while keeping direct communication with control centre). He had only just completed all this, when 2 others arrive in the room with a stretcher, on which I was strapped into. All 3 then lifted me up the dark and ice covered stairs leading to the road.

We live in a dim lit difficult to find single track country lane and on a below freezing winter's night, the task these three faced in just arriving at our house was not insignificant. The single medic was dispatched, as he was the nearest unit and could get to me quickest. The other 2x crew unit, I found out later, was dispatched at the same time but from further away. This is a system that clearly works. Inside the ambulance I was conscious and aware that communication was going on to determine which hospital was most appropriate to deal with my condition and could have a surgical team assembled and waiting. With destination confirmed, we set off with the 2x crew vehicle, the lone paramedic had already been re-directed to another call and most likely on his way to saving another life.

We arrived at hospital and I was immediately unloaded and taken inside, we traveled several corridors, a lift and a few more corridors and then the point where my partner was informed she could go no further. A team of 5 or 6 people in surgical greens waiting on my arrival. A few hours later, I was in a hospital bed recovering from life saving surgery. To me, my life was saved twice that night, once by the lone paramedic, who may well have put his own at risk on those icy roads and again by the super efficiency of the hospital team. I will be forever in their debt and will never tolerate any dissing of our NHS 

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Responses

Response from Mark Hannan, Head of Corporate Affairs and Engagement, Scottish Ambulance Service 6 years ago
Mark Hannan
Head of Corporate Affairs and Engagement,
Scottish Ambulance Service
Submitted on 16/01/2018 at 15:20
Published on Care Opinion on 17/01/2018 at 00:08


Hi tigertb46,

Thanks for taking the time to share your story and detail the positive experiences that you had of the Scottish Ambulance Service, NHS24 and the NHS more generally.

As you rightly point out, with the weather conditions and the time of year, this has been a very challenging period for the Scottish Ambulance Service but our staff are working really hard to deliver great patient care.

It is therefore really encouraging to hear such positive feedback directly from patients such as yourself.

The staff involved will be delighted to read your comments.

If you had time, would I be able to ask you to email me on mark.hannan3@nhs.net with some more details on what date this occurred on, the time and the address, so that I can track down the crew and call centre staff involved?

Thanks again for taking the time to tell your story,

It is much appreciated.

I hope you are now well on the road to recovery.

All the best,

Mark

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Response from Shona Lawrence, Clinical Governance Lead, Nursing and Care, NHS 24 6 years ago
Shona Lawrence
Clinical Governance Lead, Nursing and Care,
NHS 24
Submitted on 16/01/2018 at 16:52
Published on Care Opinion on 17/01/2018 at 00:11


picture of Shona Lawrence

Dear tigertb46

Thank you so much for sharing such a powerful story. You have really managed to capture your experience and albeit, I appreciate you were gravely unwell, you have managed to describe in great detail, the whole scenario. I do sincerely hope that you are recovering well. I am sure this will have been a worrying time for you and your partner.

Care Opinion is an excellent platform to share such an experience. NHS 24 is alerted to stories by the Care Opinion Team when there is mention of our service. Should you care to provide any additional detail on your actual contact with NHS 24, then I would be delighted to hear from you. I can be contacted on 0141 337 4582 or by email at patientaffairs@nhs24.scot.nhs.uk

I am sure my colleagues within the Scottish Ambulance Service and the Royal Alexandra Hospital will be delighted with your positive comments for their staff. The ‘lone paramedic’ sounds like a huge credit to the NHS.

Thanks again for sharing your story.

Take care and best wishes for a full speedy recovery.

Shona

Shona Lawrence

NHS 24 Patient Affairs Manager

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Response from Laura Langan, Head of Clinical Governance, Golden Jubilee National Hospital 6 years ago
Laura Langan
Head of Clinical Governance,
Golden Jubilee National Hospital
Submitted on 18/01/2018 at 17:27
Published on Care Opinion at 18:29


picture of Laura Langan

Dear tigertb46,

Thank you so much for taking the time to share your story; as Shona said you have captured the experience very well considering how unwell you must have been. It really is heart warming to hear your feedback and that the NHS came through for you in your time of need. I hope you are recovering well at home now.

I will share this with the clinical area who would have been involved in your care and treatment; I’m sure the staff will be delighted to hear your feedback as it really makes a difference to them. I will link to my colleagues above to get details of your attendance so we can ensure the individuals involved see your feedback. If you do wish to contact us directly you can do so on feedback@gjnh.scot.nhs.uk

Thank you again and I wish you all the best in your recovery.


Best wishes,

Laura

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